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Ermir Shakaj
Member Since: 26th Nov 2019
Blogger
Ermir Shakaj
Senior Solutions Consultant Genesys
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3rd Mar 2020
Find the balance of live agents & self-service
What’s not to like about the idea of contact centre automation? After all, every daily task that takes five minutes costs over 20 hours a...
Blog
20th Feb 2020
Mastering customer service digitisation
Keeping up with always-connected customers is one of the biggest challenges going. They expect brilliant service, simple digital journeys...
Blog
13th Dec 2019
Why tools & tech CAN tackle employee engagement
Raising the bar on customer experience (CX) requires a specific set of enablers. While it’s easy to get consumed by strategy, process and...
Blog
26th Nov 2019
Serving your customers' emotional needs
We all like to think our buying decisions are totally rational. Yet, according to Professor Gerald Zaltman of Harvard, 95% of purchases are...
Blog
